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The Impact of Trustworthiness and Customer e-Loyalty and e-Satisfaction

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  • Poh-Ming Wong Winnie

Abstract

Trust, is tremendously essential element of basic human feelings (e.g., sincerity) in addition to being an element of website confidence in this digital world. In this regard, to enrich consumer’s trust in the comprehensive virtual environment, e-service providers or e-stores have to be trustworthy. In fact, trustworthy online stores itself may therefore affect online consumer purchasing intention. The main purpose of this study attempts to identify the impact of trustworthiness on customer e-loyalty and customer e-satisfaction in Malaysia context. In this study, commitment-trust theory is used as the theoretical base to explain the impact of trustworthiness on customer e-loyalty and customer e-satisfaction among Malaysian Internet users. The researcher used smartPLS 2.0 (M3) as the main analytical tool to test the proposed hypotheses. Three hundred ninety-five respondents participated in the study. Empirical results indicated that trustworthiness is positively related to customer e-loyalty and e-satisfaction. Several implications of the findings, limitations of the study and directions for future research were discussed in further.

Suggested Citation

  • Poh-Ming Wong Winnie, 2014. "The Impact of Trustworthiness and Customer e-Loyalty and e-Satisfaction," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 4(3), pages 390-408, March.
    • Handle: RePEc:hur:ijarbs:v:4:y:2014:i:3:p:390-408
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    References listed on IDEAS

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    Cited by:

    1. Ravichandra Donni & Omkar Dastane & Herman Fassou Haba & Karthik Selvaraj, 2018. "Consumer Perception Factors for Fashion M-Commerce and its Impact on Loyalty among Working Adults," Business and Economic Research, Macrothink Institute, vol. 8(2), pages 168-192, June.
    2. Teshabaeva Shakhlo Abdurakhimovna & Mohammad Mahmoud Saleem Alzubi & Abdoulrahman Aljounaidi, 2021. "Proposed Research Model for an Acceptance of E-Commerce Services among the Students in Uzbekistan," International Journal of Research and Scientific Innovation, International Journal of Research and Scientific Innovation (IJRSI), vol. 8(12), pages 62-72, November.
    3. Teshabaeva Shakhlo Abdurakhimovna & Mohammad Mahmoud Saleem Alzubi & Abdoulrahman Aljounaidi, 2021. "Mediating Effect of Awareness Factors on the Behavioral Intention to Use In E-Commerce Services in Uzbekistan," International Journal of Research and Scientific Innovation, International Journal of Research and Scientific Innovation (IJRSI), vol. 8(1), pages 29-39, January.
    4. repec:osf:edarxi:msdpg_v1 is not listed on IDEAS
    5. Pregoner, Joseph Dave Mendoza & Opalla, Ivan Louie & Uy, John Dave & Palacio, Melyza, 2020. "Customers’ Perception on the Trustworthiness of Electronic Commerce: A Qualitative Study," EdArXiv msdpg, Center for Open Science.

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